Experience

Classic Collision

• United States
• Motor Vehicle Manufacturing
• 200 - 300 Employee

• Director Customer Care

  • May 2023 - Present

  Austin, Texas Metropolitan Area Responsible for the over direction of customer operations related to dispatching of assignments, DRP compliance and audit of compliance. Partners with technology teams to develop and QA test automation in order to streamline the customer journey from time of First Notice of Lost, to Scheduling Repair. Shares ongoing to roadblocks with AVP team to ensure effortless scheduling within Classic Collision's shop network. Creation of tools and processes to lower AHT, and increase… Show more Responsible for the over direction of customer operations related to dispatching of assignments, DRP compliance and audit of compliance. Partners with technology teams to develop and QA test automation in order to streamline the customer journey from time of First Notice of Lost, to Scheduling Repair. Shares ongoing to roadblocks with AVP team to ensure effortless scheduling within Classic Collision's shop network. Creation of tools and processes to lower AHT, and increase capture rate % of assignments that are dispatched. Partners with business development to ensure that SLAs between DRPs and Classic Collision are met.

• Sr. Mgr Call Center

  • Apr 2023 - May 2023

  Austin, Texas, United States Mastery CCC functions: o Contact Center o Dispatch o Documentation o Calendar Lead training as needed with Operations team (calendar, assignments, drive ins, tow, etc) Regularly collaborate with Operations and CRO to update SOP’s as the business continues to grow and evolve. Review data and strategize next steps to lead the call center operations Partner with GMs to keep shop calendars updated and synched with 8x8 operations. Makes personnel decisions for the… Show more Mastery CCC functions: o Contact Center o Dispatch o Documentation o Calendar Lead training as needed with Operations team (calendar, assignments, drive ins, tow, etc) Regularly collaborate with Operations and CRO to update SOP’s as the business continues to grow and evolve. Review data and strategize next steps to lead the call center operations Partner with GMs to keep shop calendars updated and synched with 8x8 operations. Makes personnel decisions for the call center group. Explore new technologies, and opportunities to streamline the call center's point of contacts. More to come...



Amazon

• United States
• Software Development
• 700 & Above Employee

• Customer Support Supervisor

  • May 2022 - Apr 2023

  Austin, Texas Metropolitan Area Track and manage team member attendance. Coach and Develop team members to meet or exceed KPI performance such as, DSAT reviews, attendance, AHT and QA results. Partner with vendor call centers to set, strategic QA, DSAT, CSAT goals that improve the customer experience beyond eero's internal COE. Works internally with peer groups within eero to build a solid scalable customer service organization. Works with product managers, engineers to track trends and escalate… Show more Track and manage team member attendance. Coach and Develop team members to meet or exceed KPI performance such as, DSAT reviews, attendance, AHT and QA results. Partner with vendor call centers to set, strategic QA, DSAT, CSAT goals that improve the customer experience beyond eero's internal COE. Works internally with peer groups within eero to build a solid scalable customer service organization. Works with product managers, engineers to track trends and escalate appropriately for product enhancements. Mines, collates and interprets metric data to create strategies to improve the customer experience and help make the frontline employee's role easier. Show less



Opus IVS - US

• United States
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• MGR-North American Call Centers

  • May 2019 - Apr 2022

  Ann Arbor, Michigan, United States Responsible for decreasing response times, increasing revenue and improving the overall customer experience for all Call Centers in North America. Establish a process in the CRM environment that measures cost per call/Ticket and Call Drivers. Aligns 4 call centers from separate acquired businesses to act as one productive unit to service customer in the mechanical and collision space Standardizing processes and practices for the call the centers across North America to… Show more Responsible for decreasing response times, increasing revenue and improving the overall customer experience for all Call Centers in North America. Establish a process in the CRM environment that measures cost per call/Ticket and Call Drivers. Aligns 4 call centers from separate acquired businesses to act as one productive unit to service customer in the mechanical and collision space Standardizing processes and practices for the call the centers across North America to ensure that the customer has a consistent experience and the customer is appropriate triaged. Partner with software development CRM integration across Call Center sites Provides leadership development for individual contributors and transition them to leaders in the business. Directs cross training for all service types for the client support team. Partner with Human Resources to select, train and evaluate the call center managers and Drew Technologies call center employees Employee development, performance management/improvement, and succession planning Evaluate and coach back customer service skills to assure consistent quality Foster/mentor a consistent positive, cooperative, courteous, and professional attitude Create and deliver performance reviews Recognize and reward excellent team performance Interview prospective new employees and provide feedback to Human Resources Provide oversight, tactical/strategic planning for the call center teams as they provide exceptional assistance to the customer/end-user community Mentor and develop all managers for the call centers to ensure consistency with goals and measurements for the goals Responsible for value added call center teams processes, including prioritization, scheduling and escalations Tracks Call center metrics such as, ASA, Abandonment rate % Service Level % and several more metrics to ensure client handling changes. Show less



Drew Technologies, Inc.

• United States
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Manager - RAP Call Center

  • Nov 2017 - May 2019

  Ann Arbor, MI -Manages the overall direction of the RAP Call Center to ensure profitability. -Builds processes and procedures and inspects adherence to create a consistent client experience. -Works with Stakeholders to on board new clients. -Partners with IT and the CRM group to build a customize CRM that decreases the number of systems into 1 point source for the call the center. -Ongoing coaching and business development for budding leaders working towards leadership opportunities and project… Show more -Manages the overall direction of the RAP Call Center to ensure profitability. -Builds processes and procedures and inspects adherence to create a consistent client experience. -Works with Stakeholders to on board new clients. -Partners with IT and the CRM group to build a customize CRM that decreases the number of systems into 1 point source for the call the center. -Ongoing coaching and business development for budding leaders working towards leadership opportunities and project management. -Completes monthly reviews of direct reports and provides consistent feedback ensuring that direct reports meet KPIs for the call center. -Makes all personnel decisions for staffing including but not limited to forecasting, and historical review of client traffic. -Increased productivity by 20% by reviewing client traffic trends and enact business protocol changes to ensure a short turn around time. ***I do not make determinations for partnering with new Staffing firms/outsourcers.*** Show less



AudaExplore

• United States
• Software Development
• 200 - 300 Employee

• Manager- Tech Support and Business Operations

  • Nov 2016 - Oct 2017

  Ann Arbor, MI Slashed antiquated business practices and streamlined workflow with provisioning team to lower turn around time from nearly a week to less than 24 hours. Creates quality control practices to reduce error rates within the provisioning process from 15% to less than 1%. Revamped the knowledge base by stacking resolutions into one point source , optimizes search engine results for a better return rate based on tech rep's search query which drives a higher First time resolution rate to above… Show more Slashed antiquated business practices and streamlined workflow with provisioning team to lower turn around time from nearly a week to less than 24 hours. Creates quality control practices to reduce error rates within the provisioning process from 15% to less than 1%. Revamped the knowledge base by stacking resolutions into one point source , optimizes search engine results for a better return rate based on tech rep's search query which drives a higher First time resolution rate to above 80% and lower Average handling time to less than 15 mins handle time. Works with internal groups such as Development and Product operations to test any product flaws and escalate to appropriate team for resolution. Ongoing scoping within CRM (Salesforce.com) data to uncover new call Drivers and create solutions to eliminate the main call driver from 5% to less than 1%. Overhauled Training operations for the Technical support dept to help ensure new product releases, Current product processes were well documented and taught for superior knowledge retention. Responsible for staying ahead of the curve in all business practices.

• Supv-Tech Svcs

  • Apr 2014 - Nov 2016

  Ann Arbor, MI I am responsible for developing and coaching technical support team (10-15 Reps) to meet or exceed CSAT score above 90% and Quality above or at 90% My focus for my team is to help them with call handing techniques to lower talk time and increase efficacy to prevent return calls by teaching them the power of effective probing questions to uncover the root cause of the call. This has help drive FTR from 60% to nearly 80%. In addition, I oversee efforts to develop and maintain our knowledge base… Show more I am responsible for developing and coaching technical support team (10-15 Reps) to meet or exceed CSAT score above 90% and Quality above or at 90% My focus for my team is to help them with call handing techniques to lower talk time and increase efficacy to prevent return calls by teaching them the power of effective probing questions to uncover the root cause of the call. This has help drive FTR from 60% to nearly 80%. In addition, I oversee efforts to develop and maintain our knowledge base (Knova). We review KB most used articles to ensure they are current and enhance the KB structure to make it more efficient for technical support staff to use which reduces AHT. I will review search terms for knowledge base keywords match types and review Tailored Search Experiences (TSE) to provide a better search result in the knowledge base for representatives. Also my team and I review style tactics to make the knowledge base more client friendly. I also direct training operations for the technical support group. I partner with the product manager(s), review internal reports to determine highest call generators and escalation priorities and help build and review product/workflow training to prevent gaps in knowledge. Also review new product releases with product development teams to asses the level of training that is required in order to properly educate staff on new products. I also direct the overall continuing development of technical support staff based on product releases, client needs and business requirements. I help enhance the training experience for the technical support groups by coaching and developing a team of trainers on adult learning styles. I will gauge the success of each training through feedback given from floor supervisors, skip level meetings, training observations, trainee results and surveys from the new trainees.



Genpact

• United States
• Business Consulting and Services
• 700 & Above Employee

• Manager- Customer Service

  • Jan 2014 - Apr 2014

  Ann Arbor Create solutions to achieve company directives/strategies not related to team metrics by developing techniques for call handling, and systems improvement so that company resources are used wisely. I partner with colleagues and reporting leadership to create scorecards relevant to meeting business objectives, and meeting client needs. Review candidates for employment and terminations. I develop and direct front line managers on how to handle team members by sharing practices that are legally… Show more Create solutions to achieve company directives/strategies not related to team metrics by developing techniques for call handling, and systems improvement so that company resources are used wisely. I partner with colleagues and reporting leadership to create scorecards relevant to meeting business objectives, and meeting client needs. Review candidates for employment and terminations. I develop and direct front line managers on how to handle team members by sharing practices that are legally defensible but also drive KPIs. I Create scorecards for front line staff to achieve client and corporate KPIs/SLAs.

• Team Lead II

  • Jan 2013 - Jan 2014

  Ann Arbor, MI I support a team of specialists in the Paid search results and the paid display results application known as Google adwords. I Audit client interactions to ensure that information related to but not limited to CPC, CPV, and CPM is handled appropriately and I escalate the advertiser's situation as needed. Assistance to our advertisers may include account optimization to help improve consumer traffic to the advertiser's websites, and product listing ads in order increase ROI. Also we explain ad… Show more I support a team of specialists in the Paid search results and the paid display results application known as Google adwords. I Audit client interactions to ensure that information related to but not limited to CPC, CPV, and CPM is handled appropriately and I escalate the advertiser's situation as needed. Assistance to our advertisers may include account optimization to help improve consumer traffic to the advertiser's websites, and product listing ads in order increase ROI. Also we explain ad compliance guidelines within specific paid advertising systems that makes for a wonderful consumer and search user experience in attempt to drive ROI and lower CPC advertising. I Partner with onsite liaisons to ensure that call handling procedures meet the requirements of Adwords. I Develop frontline staff to increase advertiser survey scores by setting goals that are specific, measurable and relevant to meeting advertiser's needs and internal business scorecards. I help career develop front line staff by scheduling job shadowing, and other career development opportunities that include but is not limited to manager training and career advancement. I Create solutions to achieve company directives/strategies not related to team metrics by developing techniques for call handling, and systems improvement so that company resources are used wisely. I partner with colleagues and reporting leadership to create scorecards relevant to meeting business objectives, and meeting client needs. Review candidates for employment and terminations. I develop new front line managers on how to handle team members by sharing practices that are legally defensible but also drive KPIs. I Create scorecards for front line staff to achieve client and corporate KPIs. I make recommendations related to streamlining processes to ensure that staff workload is reduced.



Walgreens

• United States
• Retail
• 700 & Above Employee

• Group Supervisor Specialty Pharmacy Division

  • Apr 2012 - Jan 2013

  Ann Arbor, Michigan I provided coaching and feedback to reps to ensure that prescription ordering and tracking is accurate, and meets the needs insurance providers and drug manufacturers. I oversaw departmental work activities, ensured accuracy of employee timecards, staffing, and scheduling to achieve business objectives. I maintained knowledge of disease states along with related medications and supplies to ensure accurate and complete information and services are provided to patients. I enforced communication… Show more I provided coaching and feedback to reps to ensure that prescription ordering and tracking is accurate, and meets the needs insurance providers and drug manufacturers. I oversaw departmental work activities, ensured accuracy of employee timecards, staffing, and scheduling to achieve business objectives. I maintained knowledge of disease states along with related medications and supplies to ensure accurate and complete information and services are provided to patients. I enforced communication guidelines for technicians and front line agents in accordance with pharmacy law. I assisted in the development, updating and implementing of Standard Operating Procedures related to system applications, programs, processes and merchandise. I participated in the recruitment process of potential employees and performance management of current employees including but not limited to screening applicants, interviewing, employment decision, performance evaluations and employment terminations. Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Supv- Tech Support

  • Jan 2007 - Apr 2012

  Southfield, Michigan I coached and developed technical support staff to resolve escalated failures with customer equipment, network and account provisioning. I also trained staff to utilize corporate resources that will help ensure FCR but also wonderful but consistent customer experience. I developed and trained my staff to meet or exceed call center metrics. To complete the tasks mentioned above, I audited customer inbound calls for accuracy, customer satisfaction, and any other trends that may impact KPIs. I… Show more I coached and developed technical support staff to resolve escalated failures with customer equipment, network and account provisioning. I also trained staff to utilize corporate resources that will help ensure FCR but also wonderful but consistent customer experience. I developed and trained my staff to meet or exceed call center metrics. To complete the tasks mentioned above, I audited customer inbound calls for accuracy, customer satisfaction, and any other trends that may impact KPIs. I also perfected troubleshooting steps within the technical support group with cellular products and internal company applications. I Provided timely feedback for call handling improvement related to the subjects mentioned above. I coached frontline staff to strategies in order to successfully pass customer quality surveys by showing them how to sell the value of the resolution to all customers. I also helped broaden career development opportunities for my direct reports by educating them on the process and procedures related to managing teams, by organizing job shadowing opportunities, assisting with career counseling, and organizing business trainings. Other career development opportunities can also be mock interviewing in preparation for next level roles. I created solutions to achieve company directives/strategies not related to team metrics by developing techniques for improved call handling, call efficiency and systems/process improvement. I review all processes/procedures for improvement and stream ling. I conducted timely performance evaluations for the frontline staff; sets specific, measurable and realistic performance objectives; provides constructive feedback and recognition when goals are achieved or exceeded. I participated in the human resources process by interviewing candidates, deciding to hire new employees, and when it is appropriate to separate employment. Show less



Clear Rate

• United States
• Telecommunications
• 1 - 100 Employee

• Account Manager

  • Jun 2005 - Dec 2006

  Southfield, MI I provisioned POTS lines for residential and business customers through applications called Verizon WISE, and AT&T web tool bar. I verified physical addresses to ensure that the service was installed correctly and escalated as needed to ensure service was operational to meet client deadlines. I scheduled vendors for cold installations as needed. I also resolved customer's inbound call inquires that were related to but not limited to, technical support, billing inquires, requests for new… Show more I provisioned POTS lines for residential and business customers through applications called Verizon WISE, and AT&T web tool bar. I verified physical addresses to ensure that the service was installed correctly and escalated as needed to ensure service was operational to meet client deadlines. I scheduled vendors for cold installations as needed. I also resolved customer's inbound call inquires that were related to but not limited to, technical support, billing inquires, requests for new service. I handled executive complaints that were escalated to the gov't agencies when needed. I also completed credit checks on new customers to ensure that consumers met the requirements to start service. I made decisions to take next steps in the installation process after the credit process was complete. Show less



Kmart

• United States
• Retail
• 700 & Above Employee

• Frontend Supervisor

  • Aug 2000 - Dec 2004

  Adrian, MI I led a team of cashiers ensuring that customers were handled efficiently and quickly. I also stocked checkout area with merchandise. I processed daily cash from registers. Also implemented procedures to prevent loss and leakage of merchandise.